Inbound Customer Care Consultant at Nimble Group

Job Purpose:

• To asses and resolve enquiries, requests and complaints by telephone, email or other media to ensure that customer enquiries are resolved efficiently and that TCF principles are maintained at all times.

Key Performance Areas

• Under the management / direction of the Team Manager, the Customer Care Consultant will have the following responsibilities (including but not limited to):
• Demonstrates an understanding of, and adherence to the daily, weekly and monthly incoming correspondence targets.
• Demonstrates an understanding of, and adherence to daily, weekly and monthly productivity targets and applies these to the daily collections process
• Demonstrates an understanding of, and adherence to daily, weekly and monthly conversion rate targets and applies these to the daily collections process
• Demonstrates an accurate understanding of the collection system/s and can navigate it successfully
• Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had with each customer.
• Demonstrates an accurate understanding, and adherence, to the collections call script, including specific phrases relating to the Inbound Customer Care department.
• Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to;
• National Credit Act
• Debt Collections Act
• Company policies and procedures
• IT policies and procedures
• Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured
• Demonstrates an accurate understanding, and adherence to the One-Touch resolution charter.
• Demonstrates an accurate understanding, and adherence to the TCF principles:

Requirements

• A minimum of 6 months’ Inbound Customer Care within an outbound debt collections environment / outbound sales environment / outbound customer service environment. OR A minimum of 1 years face to face customer services experience
• Strong communication and negotiation skills
• Computer literate
• Understanding / working knowledge of a collections system is advantageous

Skills/Knowledge/Attributes

• Target driven
• High level of integrity
• Strong work ethic
• Self-motivated
• Able to work under pressure
• Reliable
• Time management
• Able to work in a team
• High level of confidentiality
• Strong people orientation